Urgent Issue with Azure - Need Assistance with Deactivated Subscription

Question

Urgent Issue with Azure - Need Assistance with Deactivated Subscription

Carlos Manrique 0

Hello,

I am reaching out to you in a state of considerable frustration and desperation, as I'm grappling with an issue that threatens not just my current project, but the future of my business as well.

Recently, my Azure subscription was abruptly deactivated without any prior warning. This action has had a domino effect, causing the halt of critical services and leading to the complete loss of my website's front end. As a business, we rely heavily on our online presence and the sudden disappearance of our website has created a severe crisis situation, impacting our customers and, by extension, our reputation.

We spent countless hours and a significant amount of resources developing our website, and the sudden and complete loss of such an asset is, to put it mildly, devastating. The implications of this loss are far-reaching and could potentially lead to significant financial damage.

Adding insult to injury, upon reaching out to Azure support via the Azure Panel, we were met with an automatic response: "Thanks for reaching out to Microsoft Azure support. Sorry we were unable to verify your account information. Based on this, the earlier decision remains, and your account will stay closed.  Please understand that security checks like these are in place to protect the quality and integrity of the Azure service." This impersonal and unhelpful response has only amplified our distress.

We are in a state of desperation to resolve this issue. We simply cannot afford the loss of our Azure services, and the impact it has on our customers and business operations. This whole situation feels deeply unfair, especially considering we haven't violated any policies or procedures. Our use of Azure was entirely legitimate – we were just hosting our business websites.

To further complicate the situation, we have additional services with Microsoft, such as an Office 365 subscription tied to our business email, and yet we are still unable to verify our account. This paints a picture of a disjointed and frustrating experience with Microsoft services overall.

I implore the Azure support team and anyone who can help to take this matter seriously. We need our Azure subscription reinstated as soon as possible and are eager to cooperate in any necessary process to verify our identity or resolve any perceived issues.

We trusted Azure with our business, and we are sincerely hoping that trust was not misplaced. Thank you in advance for your attention to this critical matter.

kobulloc-MSFT 26,721 Reputation points Microsoft Employee Moderator

2023-05-29T19:03:24.0933333+00:00
Hello, @Carlos Manrique !

It sounds like there was at least one violation of the terms of service. Unfortunately, we are not able to assist with these issues on the forums as you must create a support request and work with the security team.

The good news is that unless the violation was severe enough to require immediate action, you should have emails which outline what the violation was so that it can be addressed. When running a business for example, it may mean that you offered a service to a customer who is doing something that needs to be addressed.

From your description, it sounds like your account was not able to be verified. As most businesses have clearly established email and billing contacts, this would cause concerns that the fraud team would need to investigate. Creating a support request results in an investigation and it sounds as if they've reached a conclusion.

What should I do if my account is disabled?
What should you do if you find that your account has been disabled for a violation of the Terms of Service?

Check your email - For many violations of Terms of Service, you should receive an email sent to the address associated with your Azure subscription that provides additional information so that you can correct the violation. Check your email to see what action needs to be taken.

Review the Terms of Service - Make sure that you review the Terms of Service so that you are aware of anything that may constitute a violation and take corrective action: Microsoft Azure Legal Information / Microsoft Azure Offer Details / Azure Terms of Service (you'll need to scroll down a bit)

Create a support request - Violations are reviewed by our security team but if you feel that your case needs to be revisited, create a support ticket. You can do this either online or through the portal by searching for Help + support and clicking on Create a support request (Issue type: Subscription management / Problem type: Re-enable my subscription).
Carlos Manrique 0 Reputation points

2023-05-29T19:08:23.0833333+00:00

I see, that adds a bit more context. It seems there may have been a discrepancy in the data due to it not being up-to-date. However, it's perplexing that I was not given any notification or alert from Azure to update the necessary information.

Typically, in instances like these, service providers often send out reminders or prompts to update account details, especially if they are essential to the ongoing provision of the service. In my case, I wasn't informed of the need to update any data which could have avoided this whole situation.

The sudden deactivation without a prior warning has caused quite a disruption to my business operations. I'm doing my best to address this issue with the Azure support team and hope that it can be resolved soon.

Thank you for your understanding and for shedding light on the potential cause of this issue. I appreciate your help.
kobulloc-MSFT 26,721 Reputation points Microsoft Employee Moderator

2023-05-29T19:30:29.5+00:00

I'm sorry I couldn't be of more assistance here, @Carlos Manrique . Support tickets are the correct channel to pursue this and I would double check with your admins to make sure that you've checked all possible contact information to ensure that an email hasn't been overlooked. In most cases, those offer a much better understanding of what happened and what you can do.

Hopefully the Azure support team will be able to get this sorted out quickly!
Simon Smith 0 Reputation points

2024-11-26T05:13:02.05+00:00

I have the same issue, subscription cancelled with only bot responses about account info could not be verified, very frustrating.

Your answer

Carlos Manrique 0 Reputation points

2023-05-29T19:08:23.0833333+00:00

I see, that adds a bit more context. It seems there may have been a discrepancy in the data due to it not being up-to-date. However, it's perplexing that I was not given any notification or alert from Azure to update the necessary information.

Typically, in instances like these, service providers often send out reminders or prompts to update account details, especially if they are essential to the ongoing provision of the service. In my case, I wasn't informed of the need to update any data which could have avoided this whole situation.

The sudden deactivation without a prior warning has caused quite a disruption to my business operations. I'm doing my best to address this issue with the Azure support team and hope that it can be resolved soon.

Thank you for your understanding and for shedding light on the potential cause of this issue. I appreciate your help.
kobulloc-MSFT 26,721 Reputation points Microsoft Employee Moderator

2023-05-29T19:30:29.5+00:00

I'm sorry I couldn't be of more assistance here, @Carlos Manrique . Support tickets are the correct channel to pursue this and I would double check with your admins to make sure that you've checked all possible contact information to ensure that an email hasn't been overlooked. In most cases, those offer a much better understanding of what happened and what you can do.

Hopefully the Azure support team will be able to get this sorted out quickly!
Simon Smith 0 Reputation points

2024-11-26T05:13:02.05+00:00

I have the same issue, subscription cancelled with only bot responses about account info could not be verified, very frustrating.

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Urgent Issue with Azure - Need Assistance with Deactivated Subscription

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